Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimise operations across channels, scale product offerings and enhance margins.
Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimised consumer shopping journeys from beginning to end.
Overview
As an Onboarding Specialist, you are responsible for ensuring seamless onboarding and the successful launch of Retailer clients on our SaaS e-commerce platform. This role involves acting as a technical expert, managing a portfolio of projects, and delivering a high-quality onboarding experience within specified time and budget constraints. You work with a range of clients, from mid-market self-service to enterprise-level, setting appropriate expectations, improving processes, and ensuring consistent client satisfaction.
Responsibilities
- Demonstrate platform and technical expertise during the launch phase, handling technical questions and queries from clients (software, data feeds, API, FTP).
- Provide feedback to Product Management for product features and enhancements.
- Develop additional client resources like videos and webinars and provide expertise for cross-training others within the company.
- Set up, customize, and optimize client accounts.
- Deliver training sessions to client user groups using established methodologies tailored to specific client needs.
- Work on configuration and troubleshooting during the client onboarding process.
- Transition clients to the Support team following the implementation phase.
- Collaborate with Sales, Business Development, Engineering, Product Management, Client Success Managers (CSM), and Account Strategy Managers (ASM) to ensure seamless client transitions and mitigate blockers.
- Stay informed about the status of ongoing projects to maintain momentum.
- Effectively communicate technical information to both technical and non-technical audiences.
Qualifications
Minimum Qualifications
- 1+ years of experience in a SAAS Onboarding role.
- Fluent in both written and spoken English and German.
- Experience and/or strong knowledge of API (REST and SOAP).
- Experience working with product data feed formats (XML, TXT, CSV, JSON) and familiarity with FTP protocols.
- Strong working knowledge of Excel and HTML.
- Demonstrated ability to manage multiple complex projects in tandem.
- Demonstrable problem-solving skills and a positive attitude.
- Strong time management skills and the ability to prioritize tasks effectively.
- Excellent documentation skills.
- Experience in developing and delivering software training curriculum.
- Strong oral and written communication and presentation skills.
Preferred Qualifications
- Bachelor’s degree preferred.
- Fluent in both written and spoken Dutch.
- Experience troubleshooting EDI files.
- Ability to triage, support and develop solutions for complex client issues.
- Ability to leverage sales techniques to improve closure rates.
- Sales experience with complex products.
- Ability to identify process improvements that lead to better team performance.
- SalesForce and Zendesk experience.
- Working knowledge of ITIL® is preferred, certification.
- Demonstrated experience in providing strategic guidance for API integrations.
- Extensive experience working with enterprise-level clients in the e-commerce industry.
- Expertise with remote-based training tools and methodologies.
- Project Management Experience or Qualifications (PMP, Agile, etc.).
Travel Required
Up to 10%
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
What it’s like to work at Rithum
When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.
As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.
At Rithum you will:
- Partner with the leading brands and retailers.
- Connect with passionate professionals who will help support your goals.
- Participate in an inclusive, welcoming work atmosphere.
- Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
- Receive industry-competitive compensation and total rewards benefits.
Benefits
- Enhanced Private Medical Insurance and a Health Cash Back Plan
- Life insurance & disability benefits
- Pension plan with 4% Company match
- Competitive time off package with 25 Days of PTO, 8 Company-Paid Holidays, 2 Wellness days and 1 Paid Volunteer Day
- Flexibility to choose where you work - at home, in the London office, or both!
- Access to tools to support your wellbeing such as the Calm App and an Employee Assistance Program
- Professional development stipend and learning and development offerings to help you build the skills and connections you need to move forward in your career
- Charitable contribution match per team member
Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.
We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.
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